Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

Read: Poor Customer Support?5 messages|0 unread|Show all3:10 PMReply \To support@traxxas.comTell you what. I dont like being treated as poorly as you are. I will return the latest traxxis car I bought a month ago. I will be a very bad enemy to your company. My mouth is BIG and my words are bigger. and by the way the esc is still under warranty. I have the receipt here and I know how you and the traxxis company treats it customer. I am reporting this to the BBB and the Justice Department. Your company is in denial and is selling a faulty product. You need some help on customer service. Come out to Portland i will teach you that your customers pay your wage and without them there is no you.
Good Luck
4/18/12Reply ? Traxxas Support Add to contacts
Hello Joseph,

If you are trying to make me, or anybody else here for that matter, guarantee a free replacement, that is not going to happen. It is very possible that they will replace it at no charge in the Repair Lab. Until it is there though we cannot guarantee anything regardless of who you talk to. My Manager is already aware of your issue and how I am handling it. If he feels I am providing incorrect information he will correct me and contact you about it. If you wish to continue working with me on a resolution I am happy to help. Here is the information again.

It sounds like you need to send your VXL-3s to us for inspection/repair. There is a 30 day warranty on all Traxxas
electronics. Beyond that you can take advantage of the lifetime extended warranty. Under that program there is a repair charge of $50 for the VXL-3s plus $5 shipping within the US.

If you have not already registered your vehicle on our web site, please do so at http://www.traxxas.com/register

Once you have registered respond to this e-mail with the vehicles serial number your name, phone number, address and your Zip code. I will generate an RMA number for you to send it in.

Here is the service and repair information. http://www.traxxas.com/support/Warranty-Coverage-Electronics

Best regards,
Steve

At 10:42 AM 4/18/2012, you wrote:
>I will send it in but I am done paying for a faulty product. All have had the SAME ISSUE. The button sticks. Plain and simple. Tell me what I am doing wrong to cause this issue yet again. If you can justify why I have had FIVE ESC'S go bad with the same issue and tell me what I am doing to cause this, I will gladly pay for another replacement. None of the tech's I have had look at it have said it's something I have done. They all have said the same thing, which is, "This is a known issue with the esc and Traxxis is aware of it." Call Hobby Town if you don't trust me. Better yet Steve, why don't you have your manager write me back.
>
>Joseph
4/18/12Reply ?I will send it in but I am done paying for a faulty product. All have had the SAME ISSUE. The button sticks. Plain and simple. Tell me what I am doing wrong to cause this issue yet again. If you can justify why I have had FIVE ESC'S go bad with the same issue and tell me what I am doing to cause this, I will gladly pay for another replacement. None of the tech's I have had look at it have said it's something I have done. They all have said the same thing, which is, "This is a known issue with the esc and Traxxis is aware of it." Call Hobby Town if you don't trust me. Better yet Steve, why don't you have your manager write me back.
Joseph

> Date: Tue, 17 Apr 2012 14:50:16 -0500
> To: @hotmail.com
> From: support@traxxas.com
> Subject: RE: Read: Poor Customer Support
>
> At 05:05 PM 4/16/2012, you wrote:
> >Are all the Traxxis employees trained to say the same thing? As I told you in the original email, that is almost exactly what the phone rep said. I DO NOT ACCEPT THIS ANSWER. i STARTING TO UNDERSTAND THAT TRAXXIS DOES NOT CARE ABOUT IT'S CUSTOMERS BEYOND THE ORIGINAL PURCHASE. I WILL ESCALATE THIS AS PREVIOUS MENTIONED.
> >WHY DONT YOU SEND THESE EMAILS TO SOMEONE AT TRAXXIS WHO ACTUALLY CARES ABOUT THEIR CUSTOMERS IF THERE'S ANYONE THAT DOES. IS YOUR COMPANY IN DENIAL. EVEN IF WHAT YOU SAY IS TRUE. YOUR COMPANY MUST KNOW OF AN ISSUE WITH ESC IF YOU ARE ABLE TO THROW THESE STATISTICS OUT THERE LIKE YOU AND THE PHONE REP DID. I WILL POST ALL MY PHONE AND EMAILS ON FORUMS AND REVIEW SITES AND FORWARD THEM ON TO THE BBB AND C.A. DIVISION. ITS QUITE OBVIOUS THAT TRAXXIS KNOWS OF THIS PROBLEM AND IS DOWN PLAYING IT WITH THESE STATISTICS. HOW MANY OF THESE ESC'S ARE IN OPERATION AND NOT SITTING IN A WAREHOUSE OR AT SOME STORE ON THE SHELVE? ALL THE SAME, YOUR ESC ARE FAULTY AND YOU KNOW OF IT. YOUR COMPANY SHOULD CARE A LOT MORE.
>
> Hello Joseph,
>
> Thank you for the opinions. If you choose to send your ESC in to us for repair let us know.
>
> Best regards,
> Steve Lindholm
> Traxxas Customer Service
>
> Please include all previous e-mails in your response
>
> If you need further assistance, please contact our Customer Service department Monday through Friday, 8:30am to 9:00pm Central Time at one of the following numbers:
>
> US Customers 1-888-TRAXXAS (Toll Free) Outside of US 001-972-265-8000
>
4/16/12Reply ?Are all the Traxxis employees trained to say the same thing? As I told you in the original email, that is almost exactly what the phone rep said. I DO NOT ACCEPT THIS ANSWER. i STARTING TO UNDERSTAND THAT TRAXXIS DOES NOT CARE ABOUT IT'S CUSTOMERS BEYOND THE ORIGINAL PURCHASE. I WILL ESCALATE THIS AS PREVIOUS MENTIONED. WHY DONT YOU SEND THESE EMAILS TO SOMEONE AT TRAXXIS WHO ACTUALLY CARES ABOUT THEIR CUSTOMERS IF THERE'S ANYONE THAT DOES. IS YOUR COMPANY IN DENIAL. EVEN IF WHAT YOU SAY IS TRUE. YOUR COMPANY MUST KNOW OF AN ISSUE WITH ESC IF YOU ARE ABLE TO THROW THESE STATISTICS OUT THERE LIKE YOU AND THE PHONE REP DID. I WILL POST ALL MY PHONE AND EMAILS ON FORUMS AND REVIEW SITES AND FORWARD THEM ON TO THE BBB AND C.A. DIVISION. ITS QUITE OBVIOUS THAT TRAXXIS KNOWS OF THIS PROBLEM AND IS DOWN PLAYING IT WITH THESE STATISTICS. HOW MANY OF THESE ESC'S ARE IN OPERATION AND NOT SITTING IN A WAREHOUSE OR AT SOME STORE ON THE SHELVE? ALL THE SAME, YOUR ESC ARE FAULTY AND YOU KNOW OF IT. YOUR COMPANY SHOULD CARE A LOT MORE.

4/13/12Reply ? Active ViewDaemon - Traxxas Rustler - Dumbest Thing About VXL-3s ESC [Part 1]Play videoDaemon isn't really destroyed but he is broken to the state where he can't move.00:02:33Added on 8/28/113,316 viewsI called in to the 1-888-traxxis number today after taking my Rustler VXL into my local Hobby Town for a issue that I have had and continue to have with theVXL 3S. I believe its the speed control with the ez set button. First of all theres nothing that is ez set with this module. I have two of these Rustler VXL. Between the two, I have replaced this component five times. ALL WITH THE SAME ISSUE. The EZ Set Button sticks. It gets stuck in programming mode.

After the first couple of problems with them, Hobby Town in Clackamas, Oregon, advised me that I should use WD 40 or 3-1 oil to prevent the button from sticking. After it still happening, regardless of using lubricant, the went as far as to tell me that instead of pushing the button to turn it off after use as your supposed to do, to unplug it from the battery instead. They told me that Traxxis knows of this issue and its a common problem with this component. As much money I have spent upgrading and replacing parts on these Rustlers, I am really disappointed with the treatment I received over the phone with tech. Jason today, Friday, April 13, 2012 at appr. 1:45 PM. After explaining to him what I just explained at the beginning of this email, he told me that this not a common problem. He said based on percentages, its a rare problem. I told him go online and look it up as I did. Its actually a well known issue.http://www.youtube.com/watch?v=4yXsR-8mUVEhttp://traxxas.com/forums/showthread.php?8919330-VXL-3s-ESC-ProblemsTHIS ONE IS ON YOUR OWN WEBSITE. OH THERES THREE OF THEMhttp://www.rcnightmare.com/forum/general-rc-chat/1677-vxl-3s-esc-problems.htmlhttp://www.rctech.net/forum/electric-off-road/327388-velineon-vxl-3s.html I can keep posting more and more if you want. The common problem? A Traxxis manufacture defect. Like I said I spent a lot of money on Traxxis. I will not spend anymore on the vxl esc. It is your issue and not something I am doing. I have listened to all the techs that I have taken it to and still I am told Traxxis is aware of the issue and they are working on it. Well thats awesome but I will not continue to fork out as much money as I have to be your product tester. Most companies that want to retain their customers, put out products that work and if they dont, they man up and make it right.

I am thinking of calling the Consumers Affairs department of the Justice Department as well as the BBB. I have done nothing wrong here. I bought your product. Listened to authorized techs on how to fix this known issue and still it happens. When calling to report it to Traxxis as I was told to due by Hobby Town, to be treated like I did something wrong is not acceptable. Do you want my CONTINUED business or not? We will see. Feel free to contact me at 503.719.6719. A very disappointed customer, Joseph

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.